Medical Support Assistant

Summary The Medical Support Assistant is responsible for screening incoming calls to the Community Care Service and carrying out a variety of administrative and technical duties in support of the department. Provides administrative coordination of patient care - appointments - and logistical factors associated with direct patient care - inpatient and outpatient. Qualifications Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements Citizenship: Be a citizen of the United States (U.S.)Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C.7407(a)ExperienceNo experience requiredEducationHigh school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of EducationLicensure/Certification/RegistrationNone English Language ProficiencyCandidates must be proficient in spoken and written English in accordance with 38 U.S.C.7403(f)May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria)Grade Determinations:GS-03: Entry Level Experience or Education: None beyond the basic requirementsAssignment: Employees at this grade level serve in a MSA entry-level developmental positionThis is an entry level MSA positionIt is expected that MSAs at this level will receive guidance from more experienced staff members and require frequent and direct supervisionAt this level - MSAs apply general rules and policies relating to clinic functions - staff - and automated data processing methods in support of treatment to patientsThey utilize a variety of patient data systems in scheduling patients for treatment and annotate patient recordsThey perform front desk duties - receive telephone call - and visitors to the MSA unitThey make and cancel appointments - review patient records for necessary information - and review patient demographics and insurance verificationThey consult with clinic staff when processing physician scheduling and administrative ordersGS-04: Developmental ExperienceOne year of creditable experience equivalent to the next lower grade.OREducationOne year of education above high schoolAssignmentThis is a developmental level MSA positionIt is expected that MSAs at this level will receive minor and less frequent guidance from higher experienced staff members for more difficult tasksAssignments at this level include - but are not limited to: scheduling and rescheduling patients for treatmentinterviewing patients for appointmentsreferring patients to other medical specialty clinicsproviding information to patients necessary to resolve VA Handbook complaintsinteracting with both internal and external customersreviewing and documenting medical outpatient and inpatient electronic health records - as well as administrative recordsverifying third party insurance and updating information in the Insurance Capture Buffer (ICB) systemobtaining medical information from patientscoordinating information and actions related to patient care and servicesand scheduling appointments in accordance with VHA national scheduling guidelinesMSAs at this level refer all questions regarding medical attention to the appropriate health care team memberDemonstrated Knowledge - Skills - and AbilitiesIn addition to the experience or education above - the candidate must demonstrate the following KSAs: 1) Knowledge of basic medical terminology to assist in the provision of care to patients2) Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics3) Ability to meet - communicate - and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients4) Ability to use - and navigate between - various types of office automation equipment and software (i.e. - computer systems - web-based scheduling programsinsurance collection systemscanning software - multiple line phone systemselectronic faxing programs) to support patient careGS-05: Full Performance Experience: One year of creditable experience equivalent to the next lower gradeOR EducationTwo years of education above high schoolAssignmentThis is the full performance level for MSAsAt this level - the MSA independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient settingAdvises clinical staff on current administrative processesThe MSA is responsible for answering phones - greeting patients - relaying messages to appropriate staff inside or outside of the unit - scheduling appointments - including interpreting and verifying provider orders in accordance with VHA scheduling guidelinesAssignments at this level include - but are not limited to: scheduling - canceling - re scheduling patient appointments and/or consultsentering no-show informationmonitoring appointment requests from multiple electronic sourcesmonitoring both inpatient and outpatient appointments in areas of responsibilityverifying and updating demographics and insurance information when patients check-in for appointmentsCoordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.eTRICARE - sharing agreements - collaterals - research patient - VA employee - etc.)Demonstrated Knowledge - Skills - and AbilitiesIn addition to the experience or education above - the candidate must demonstrate the following KSAs: 1) Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients2) Skill in customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolution3) Ability to operate computerized programs and systems in order to enter - modify - and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records - scheduling systems - and/or reports4) Ability to schedule medical appointments in a clinical setting5) Ability to work independently in the accomplishment of a wide variety of duties performing patient support work6) Ability to communicate effectively and professionally in person - electronically - and/or by telephone - with internal and external customersPreferred Experience: At least 1 year call center/customer service experienceReference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/The full performance level of this vacancy is 5The actual grade at which an applicant may be selected for this vacancy is in the range of 3 to 5Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation - see Duties section for essential job duties of the positionMay require standing - lifting - carrying - sitting - stooping - bending - puling - and pushingMay be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employmentWork Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautionsthe area is adequately lighted - heated - and ventilatedHowever - the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations. Duties Total Rewards of a Allied Health Professional Duties include - but are not limited to: aScreens/receives phone calls in a courteous and timely manner - determine the nature of requests and provide the information desired using privacy rules and established clinic processesIncumbent will document in Computerized Patient Record System (CPRS) or other tracking system patient contact until resolvedbAccepts telephone calls to the Community Care department regarding outpatient inquiries Utilizing \"administrative\" systems knowledge in assessing patient/caller needs - practices independent decision-making - coordinates care needs - and direct problem resolution as appropriatecDetermines the nature of the call and assists with communicating needs regarding Community Care and Urgent Care eligibility - consults - referrals - authorizations - appointments - etcand/or refers the call to the appropriate clinical or administrative personneldSets the tone for perception concerning quality of healthcare services at the VAA high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatmenteUtilizes computer technology to ensure continuity or care through accurate patient information - communication and documentationfPrioritizes and makes decisions based on the caller needs - forwarding calls to RN for patients/callers who potentially have an emergent or urgent care needgUpdates/verifies patient information/demographics and insurance information as neededhCancels/reschedules community care outpatient appointments in accordance with VHA national and local scheduling guidelines and consistently uses established documentation guidelinesThe use of automated tracking tools as well as computers to perform a wide variety of recordkeeping - correspondence - tracking operations is requiredSkilled in data entry to manipulate and correct information in various databases or recordsiActs as a patient advocate and tries to resolve patient needs to the best of their ability and/or notifies Supervisor of issuesjSchedules appointments accurately in a timely mannerAll appointments will be made with the patient's input - either in person or by phoneThis may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possibleWork Schedule: Monday - Friday - 8:00 am - 4:30 pm - subject to change based on the needs of the facilityRecruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases When setting pay - a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Appointment Above Minimum Rate)Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual - based on prior [work experience] or military service experienceParental Leave: After 12 months of employment - up to 12 weeks of paid parental leave in connection with the birth - adoption - or foster care placement of a childChild Care Subsidy: After 60 days of employment - full time employees with a total family income below $144 -000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual positionFunctional Statement #: 00169F00170F00171F Permanent Change of Station (PCS): Not Authorized